Refund policy

Last updated: 2 November 2026

At a glance

  • Request a return or exchange within 30 days of delivery.
  • An unboxing video is required for every return, refund or exchange.
  • Email us first at support@heerogems.com. Please don't send anything back until we approve your request.
  • Once approved, we email you the return address. It is not the address shown on our website.
  • Return shipping is paid by the customer.

1. Record an unboxing video (required)

Before you open your parcel, start recording. Your video must:

  • start with the parcel still sealed, showing the shipping label and all sides of the package;
  • show the parcel being opened and the jewellery inside, from start to end;
  • be one continuous take, not cut, paused or edited.

Without this video we cannot accept any return, refund or exchange, including claims for damaged, missing or wrong items.

2. Request a return or exchange

Email support@heerogems.com within 30 days of the delivery date with:

  • your order number;
  • your unboxing video (or a link to it);
  • the item you want to return and the reason;
  • whether you would like a refund or an exchange.

Damaged, missing or wrong item? Email us within 7 days of delivery with your unboxing video and clear photos.

Parcel lost in transit, or tracking shows "Delivered" but you don't have it? Email us within 7 days of the delivery date and see our Shipping Policy. Every parcel is insured, so a parcel confirmed lost in transit is replaced or refunded.

3. We review your request

We review your video and reply by email. If your request is approved, we send you the return address and instructions.

Important: the return address is different from any address shown on our website. Parcels sent to any other address, or sent without our approval, will not be accepted.

4. Send the item back

  • The item must be unworn, in its original condition and packaging, with any certificate included.
  • Return shipping is paid by the customer. We recommend a tracked, insured service, as we can't be responsible for parcels lost on the way back to us.
  • If your video shows the item arrived damaged, faulty or wrong, we cover the return shipping.

5. Refunds

Once your return arrives and passes inspection, we refund your original payment method within 10 business days. Your bank may take a few extra days to show it.

6. Exchanges

Exchanges are welcome, for example for a different metal, finish or stone. Request one the same way as a return. If the new piece is priced differently, we will confirm the difference with you first.

7. Items we can't accept back

  • Personalised or engraved pieces, such as name pendants, unless they arrive damaged or faulty.
  • Items that have been worn, resized or altered.
  • Gift cards.

8. Your rights

This policy does not affect any rights you have under the consumer laws of your country.

Questions? Email support@heerogems.com.